We’re on a mission to end the debt cycle—and help our customers and their communities unlock economic mobility for generations to come.
Join the team that’s making our goal a reality. At Possible, we’re building a new type of consumer finance company. One that helps our customers stay out of debt rather than profits from them staying in it. As a Public Benefit Corporation, our mission and responsibility are to help communities unlock economic mobility—with affordable credit products designed to improve financial health.Founded in 2017, our lead VCs are Canvas and Union Square Ventures. We are a fully distributed company with a global workforce.
We have over 100,000 reviews on the App Store with a 4.8 star average rating. Just as we are committed to building a new type of consumer finance company, we are equally dedicated to the employee experience.
Role Introduction
In this role, you will report ti the Director of Customer Operations, overseeing all customer support functions. You will lead both our internal customer support team and our BPO partner to ensure exceptional service delivery. You’ll seek opportunities to optimize the customer experience through leveraging data and analytics.A successful candidate will have at least 6 years experience in customer support management and knowledge of managing a BPO partner. You are passionate about enhancing the customer experience and resolving any obstacles the customer may encounter.
You are experienced with customer support ticketing tolls such as Zendesk and analytic tools like Tableau SQL or Excel.
Responibilites
- Manage and mentor an internal offshore support team, fostering a positive and productive work environment.
- Supervise the relationship with an offshore BPO vendor, ensuring they meet performance and quality standards.
- Recognizing trends and issue patterns and proactively taking action to prevent further difficult for our customers.
- Handling escalated cases that arrive ad-hoc through various channels.
- Establish and monitor KPIs for both internal teams and the BPO vendor, using data-driven insights to measure employee performance and drive continuous improvement.
- Develop and execute accurate staffing forecasts to efficiently allocate resources and ensure optimal coverage throughout the week, including weekends, while effectively managing schedule adherence to meet customer demand and operational requirements.
- Identify opportunities for tooling to improve efficiency and quality of work by extending customer support channels beyond email, including chat, social media and phone support.
- Work closely with other departments, such as product development and marketing, to ensure customer feedback is integrated into company strategies.
- Foster a company-wide culture of customer-centricity, aligning with the company’s mission, vision and values.
- Continually assess industry leading trends and practices, integrating technology, automation, and processes to increase efficiencies, provide elevated levels of services, and mitigate risk/fraud.
- Ensure timely audits are actioned and completed when required from Compliance
- Establish and enforce customer service policies and procedures
- Try, test, learn mentality
Requirements
- 5 + years of experience in customer support, with at least 3 year in a managerial role. Experience with email support and multichannel support strategy is essential.
- Proven ability to lead and motivate teams, both in-house and through external vendors.
- Excellent written and verbal communication skills, with a strong customer-centric approach.
- Strong analytical and problem-solving skills to address and resolve customer issues effectively.
- Experience working with offshore teams, understanding cultural differences, and adapting management styles accordingly.
- This role is responsible for the direct supervision of one or more teammates.
- Travel is required
Learn more about us as a Public Benefit Company.This position offers a competitive salary range of $$114,550 - $126,630 annually, with significant equity, depending on experience and qualifications. In addition to a comprehensive salary, we provide health, dental, and vision insurance, a 401(k) plan, paid time off, and a remote work environment. If you are passionate about our mission of creating financial freedom for everyday Americans and are eager to work in a collaborative environment, apply today.
What we offer
Possible Finance is on a mission to help communities break the debt cycle and unlock economic mobility for generations to come. With the backing of our venture investors (Union Square Ventures, Canvas Ventures, Euclidean Capital, Unlock Venture Partners), a loyal following of hundreds of thousands of customers, and a fantastic team, we’re unwavering in our fight for financial fairness. As one of only a few fintech Public Benefit Corporations, we’ve baked our dual commitment to building a profitable and socially impactful company right into our charter; we only succeed when our customers do too.
If you’d like to help us ship financial products that protect consumers from predatory lending practices and promote financial health, give us a shout.Our fully distributed, multi-cultural team is located across North America,Latin America, Asia, and Africa. Our synchronous coordination hours are between 9 a.m. and 3 p.m. Pacific Time.
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